Enterprise Customer Success Manager

Who We Are
Encircle is a Kitchener-based technology company that’s transforming the way property and casualty insurance claims are handled around the world. We’re leading this $2 trillion dollar industry away from pen and paper processes with innovative mobile and web solutions our customers love to use. Encircle has empowered thousands of policyholders, restoration contractors, and insurance professionals to process claims faster by improving documentation, communication, and collaboration. Our success is driven by a strong leadership team and an exceptional group of employees. We’re looking for hardworking, intelligent, and motivated people to lead the way with us.
 

Who We’re Looking For
Customer Success at Encircle is the foundation for building strong relationships with our customers and ensuring they continually benefit from the value our solution has to offer.  Working with our restoration customers, this role is responsible for the ongoing growth and success of banner groups and their associated locations across Canada. You’ll focus on growing the number of locations utilizing Encircle, standardizing group operations, and ensuring ongoing success and product adoption.
 

What You’ll Be Responsible For

  • Assume ownership of Canadian banner group restoration customers

  • Act as a trusted advisor for the customer by gaining an understanding of their business requirements and the problem that Encircle is solving

  • Ensure claims are being processed through Encircle and identify opportunities to grow footprint within banner groups

  • Drive customer adoption of all Encircle features

  • Work with customers to ensure they are educated on and make use of new product features

  • Ensure customers are connected with our Support Team so that we can provide the assistance required to achieve success with their programs

  • Understand the claims ecosystem and how the different components of the claims process operate

  • Ensure Marketing/Sales has a clear understanding of ‘customer stories’ for all customers under ownership

  • Prepare account plans, assist in new customer launch activities, and conduct account reviews

  • Enthusiasm, flexibility and a commitment to quality and customer service are essential

 

Your Background and Experience

  • 5+ years in customer-facing SaaS role preferably working with restoration contractors

  • Ability to understand and translate business needs into technology-based solutions

  • Ability to define and meet deadlines, work under pressure, and build/maintain productive customer relationships

  • Ability to demonstrate leadership and coordinate efforts across different functional areas of the business to support customer initiatives

  • Commitment to continuous improvement, self-development, and collaboration across the company

  • Team members are expected to contribute to our customer success strategy to support our ability to effectively scale the organization and team to support rapid growth


Preferred

  • Experience within the restoration industry or related field

  • Customer success or account management experience an asset

  • University or College Degree/Diploma

  • Certification(s) in the restoration industry
     

Reporting
This role reports to the VP, Customer Success.


How to Apply
If this sounds like something you’re interested in, apply for the role by uploading your cover letter and resume.